Website Rankings
Online support zones are the Rodney Dangerfield of Websites—they “get no respect”. They have complex (sometimes convoluted) architectures housing vast, ever-changing libraries of resources for demanding (sometimes cranky) customers. But these Website workhorses are more than documents and downloads. They are often the key factor in getting a new customer—or keeping an old one. No respect indeed.
In 2011, siteIQ reviewed and evaluated the public pages of online support sites operated by twenty-three companies on the siteIQ eBusiness Index to determine which sites deliver the best online support experience. These evaluations were conducted using the siteIQ Online Support Benchmark that identifies and tracks 139 types of content, features, & capabilities, plus 10 metrics that measure usability & effectiveness from the visitor’s point of view.
Our 2011 report examines the latest rankings & ratings, strengths & weaknesses and competitive performance of all 23 Websites on the eBusiness Index. It also provides a detailed review of the benchmark scores covering the:
- 111 types of must-have support content, features & capabilities
- 28 support-related navigation and search features; and
- Ten major support usability issues–consisting of 50 usability questions.
Highlights
Our 2011 report pinpoints why:
- IBM.com, Cisco.com, Dell.com, HP.com, and Symantec.com do it best on the Web–and which sites are moving up in the rankings.
- Why Cisco.com operates the most usable support Website—and why it should keep Symantec.com in its rear view mirror.
- The features and capabilities that allow Dell.com to set support content & features standards—and the new capabilities it introduced over the past year.
- Why Oracle.com, CA.com and SAP.com’s renewed interest in tackling online support isn’t paying off.
